Customer Retention Manager

Final date to receive applications: 16 August 2026

Department: Client Role

Employment Type: Full Time

Location: London, UK

Reporting To: Will Fraser

The Customer Retention Manager is responsible for day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across the company’s customer base.

This role supports delivering a proactive, insight-led retention strategy and helps improve the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.

• Customer service and issue resolution
  • Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed
  • Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities
  • Share customer experience insights internally to support continuous improvement
• Onboarding and offboarding
  • Deliver a smooth onboarding experience, ensuring customers are set up for success from day one
  • Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations
• Customer Hub and self-service adoption
  • Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently
  • Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience
• Customer insight and data
  • Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub
  • Use customer data, feedback, and behavioural indicators to identify trends and risks
  • Contribute to the development of customer segmentation (e.g. high value, at risk, growth) and prioritisation strategies
• Retention and churn management
  • Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes
  • Escalate and help resolve issues that may impact retention, working closely with internal teams
• Customer experience improvement
  • Gather and share customer insight to help improve products, services, and processes
  • Identify recurring issues and work with internal teams to drive continuous improvement
  • Support initiatives that enhance customer satisfaction and retention outcomes
• Collaboration
  • Work closely with internal teams to deliver joined-up customer management
  • Feed retention opportunities and risks into relevant teams
• Key outcomes / measures of success
  • Improved customer retention rates and reduced churn
  • Increased customer satisfaction (e.g. NPS / OSAT)
  • Higher engagement with Customer Hub and digital services
  • Effective identification and management of at-risk customers
  • Strong quality and completeness of customer data

Essential

• Strong relationship management skills with a customer-first mindset
• Proven ability to identify and manage customer risk and retention opportunities
• Excellent communication skills, both written and verbal
• Ability to work with data and insights to inform decisions
• Proactive and organised, with strong problem-solving skills

Desirable

• Experience in customer operations environments
• Experience using CRM systems to manage customer relationships and campaigns
• Understanding of customer lifecycle management and retention strategies

Ways of working / behaviours

• Customer-focused: puts customer outcomes at the centre of decisions
• Proactive: identifies issues early and takes action
• Collaborative: works effectively across teams to solve problems
• Data-led: uses insight to prioritise activity and improve outcomes
• Practical and solution-oriented: focuses on what will make the biggest difference